The Internet is largely a visual medium. Even respected outlets like TIME Magazine are heavily incorporating images and videos into online articles, following a larger trend of visual media becoming fundamental to how we interact online. This means that good customer service is becoming increasingly visual as well, and that understanding how this works will help you best address your customers’ needs.
Let’s take a look at how visual customer service works in the social age.
One important step is making use of the interactivity provided by social media websites. Not only do sites like YouTube and Instagram better connect your business with customers both new and old, but they allow you to include images and videos that can help your customers better understand your product. Videos showing your product in use will not only demonstrate to customers its benefits, but can address questions and concerns in an easily digestible visual format. Archiving advertisements on a YouTube account will give customers a direct line of access to old ad campaigns, increasing both exposure and available visual information about your product.
YouTube, Instagram, Vine, Tumblr, and Pinterest are steadily becoming the social media networks of choice for Internet users. The brain processes visual information 60,000 times faster than written information; this means that interactivity on visually oriented websites is higher, requiring less of an effort on the part of the customer in order to be on board with an image or video when compared to a block of text. Becoming a part of this growth will both increase engagement as well as make sure your business is on the cutting edge of customer service.
Addressing Customer Concerns
Because of how much faster the human brain processes visual information, many problems faced by customers can be best addressed through a diagram or video. Screenshots can give customers running into problems a directly applicable route to solving a given problem. FAQ videos, tailored to concerns expressed by individual customers, can address these concerns in a format that can be liked or shared.
The benefits of active visual online engagement are numerous. Not only will the needs of customers be met, but online traffic and interactivity will increase. With content sharing becoming a key part of social media, creating sharable content will make sure your business is relevant and active. Providing your customers with visual customer service is not just a good idea, but integral to keeping up with new paradigms created by the Internet.
What do you think? How is your customer service getting more visual?